Sears Tops Customer Experience Index

In conjunction with its 14th annual Mystery Shopping Study conducted in the fourth quarter of 2011, the e-tailing group has released its Customer Experience Index results. These accomplishments are substantiated by an average index score of 71.30 in 2011 vs. 68.71 percent in 2010. As the good get better and pull away from the pack, 11 merchants scored 80 or higher in this fifth year of indexing, a feat accomplished by just three in the last round.